Remedy 7 Implementation

July 2009: User Information

June 2009

About the Project

Project Documents and Demo

Documents such as the Project Charter and Steering Committee minutes (project milestones and status updates) are located here.

The Overview presentation is located here (application/vnd.ms-powerpoint, 355.8 kB, info).

Summary and Scope

Remedy ITSM (IT Service Management) at UCSF is used by faculty, staff, and students to submit IT related problems and service requests. Over 700 support staff actively use Remedy ITSM to track their work. The current ITSM 6 suite currently consists of HelpDesk, Change Request, Asset, and Service Level monitoring.

The project goal is to implement version 7 of the Remedy AR Server and ITSM. Version 7 is ITIL focused as well as the up to date platform supported by BMC.

Implementation Timeline

The Remedy 7 project began in May 2008 with an expected completion of July 2009.

Remedy Timeline_mod

Technical Project Team

Joe Qian - Lead Developer
Jason Lin - Developer
Audrey Hatten-Milholin - Systems Administrator
Scott Jaw - Database Administrator

Steering Committee

Rebecca Nguyen - Asst Director, OAAIS Customer Support Services
Julie Cox - Director, Medical Center IT Customer Services
Darlena Torres, Manager, Medical Center IT Customer Services
Amy Rosenhaus - IT Business Analyst, Medical Center IT Customer Services
Shawn Hall - Remedy Administrator, OAAIS Customer Support Services

Reference: remedy.ucsf.edu

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